Supportsoft Glossary
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Measuring Time Taken to Resolve Customer Issues
Average resolution time takes into account the duration consumed to completely resolve customer problems from starting the process up until the end of the process. In the case of IT and ITES services, this also shows the operational proficiency and service efficiency.
Less time for resolving issues implies that the procedures are simplified and the personnel is highly capable. More time spent could point either to the complexity of the issue or to the presence of inefficiencies in the process.
By monitoring this indicator, the areas causing delays and the possibilities for enhancement can be determined. Nevertheless, quality should not be sacrificed in the name of speed.
A time frame for resolution that is properly allocated contributes to both customer satisfaction and the maintenance of service delivery in a sustainable manner.